Service Terms and Conditions for Waste Collection
These Terms and Conditions set out the basis on which we provide waste removal and related collection services to domestic and commercial customers within our service area in the United Kingdom. By making a booking, confirming a quotation, or allowing our operatives to carry out a collection, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Company means the waste removal service provider supplying waste collection, clearance, loading, and transport services.
Customer means the individual, business, organisation, or other entity that requests or receives services from the Company.
Service or Services means any waste removal, rubbish collection, clearance, loading, transportation, or related activity provided by the Company.
Waste means rubbish, materials, or items presented for collection, removal, or disposal by the Customer in connection with the Service, excluding any items specifically prohibited by these Terms and Conditions or by law.
Service Area means the geographical area within which the Company offers its waste collection and removal services.
2. Scope of Services
The Company provides waste removal and collection services for domestic and commercial premises within its Service Area. Services may include, but are not limited to, general waste collection, bulky item removal, office clearances, household clearances, garden waste removal, and related loading and transportation.
The specific scope of the Service for each job will be as agreed in writing or verbally at the time of booking, based on the description of the waste, access conditions, and any other relevant information provided by the Customer.
The Company reserves the right to refuse collection of certain types of waste where such waste is hazardous, prohibited by law, inadequately described, incorrectly stored, or poses a health and safety risk to operatives or the public.
3. Booking Process
3.1 Customers may request a booking by telephone, email, or other communication method accepted by the Company. The Customer must provide accurate information including the collection address, contact details, waste description, approximate volume or weight, and any access restrictions.
3.2 The Company may provide an estimated price based on the information supplied by the Customer. This estimate is not binding where the actual volume, type of waste, or access conditions differ from the description provided.
3.3 Bookings are only confirmed when the Company has accepted the booking and provided a date and, where possible, a time window for the collection. The Company will make reasonable efforts to attend within the agreed time window but does not guarantee specific arrival times.
3.4 Upon arrival, the Company will assess the waste and may revise the price where the actual load size, type of waste, or work required differs from the booking details. Where a revised price is required, the Customer will be informed before work commences. If the Customer does not accept the revised price, the Company may cancel the Service and apply a call-out or cancellation charge where applicable.
4. Access and Customer Responsibilities
4.1 The Customer is responsible for providing safe and reasonable access to the property and to the waste to be collected. This includes ensuring that driveways, corridors, stairways, and any other access routes are clear and safe to use.
4.2 The Customer must ensure that they have the legal right and authority to provide the waste for removal. By presenting waste for collection, the Customer confirms that they are the owner of the items or have the owner’s permission to dispose of them.
4.3 The Customer must provide accurate and complete information about the type of waste, including any hazardous, heavy, or unusually bulky items. Failure to disclose relevant information may result in additional charges or cancellation of the Service.
4.4 The Customer must ensure that any necessary permissions or permits for access, parking, or loading are obtained prior to the collection. Any costs or fines arising from insufficient permissions may be charged to the Customer.
5. Waste Types and Regulations
5.1 The Company operates in accordance with applicable UK waste management legislation and environmental regulations. All waste collected is handled, transported, and transferred to authorised facilities in compliance with legal requirements.
5.2 The Customer must not present for collection any waste classified as hazardous, dangerous, or prohibited under applicable law, including but not limited to asbestos, certain chemicals, clinical or medical waste, pressurised containers, explosives, and specific electrical or electronic items requiring specialist handling, unless the Company has expressly agreed in writing to handle such waste.
5.3 The Company reserves the right to refuse collection of any waste that it reasonably believes to be hazardous, contaminated, illegal, or otherwise unsuitable for the Service being provided.
5.4 The Customer remains responsible for any prohibited or hazardous waste that is concealed within the load or incorrectly described. If such waste is discovered, the Company may apply additional charges to cover safe handling, transfer, and any associated legal or disposal costs.
5.5 The Customer confirms that all waste presented is non-hazardous household, commercial, or garden waste unless otherwise agreed. The Customer will indemnify the Company for any loss, liability, or cost arising from a breach of this clause.
6. Pricing and Quotations
6.1 Prices for Services are normally based on factors such as volume of waste, weight, type of material, labour time, access conditions, and any additional services agreed, such as dismantling or bagging.
6.2 Any quotation provided before arrival is an estimate only and may be adjusted on site. The final price will be confirmed to the Customer before the Service is carried out, wherever practicable.
6.3 All prices are stated inclusive or exclusive of VAT, as specified by the Company at the time of quotation. If VAT is applicable, it will be charged at the prevailing rate on the date of the invoice.
7. Payments and Invoicing
7.1 Payment is due on completion of the Service, unless the Company has agreed alternative terms in advance. For business Customers with approved accounts, payment must be made within the agreed credit period stated on the invoice.
7.2 The Company accepts payment by methods specified at the time of booking or invoicing, which may include cash, bank transfer, or card payment.
7.3 Where payment is not received on time, the Company reserves the right to charge interest on overdue amounts at the statutory rate, and to recover reasonable costs incurred in collecting overdue payments.
7.4 Title to any collected waste passes to the Company only when payment for the relevant Service has been received in full. Until then, the Company may exercise a lien over the waste where legally permissible.
8. Cancellations and Amendments
8.1 The Customer may cancel or amend a booking by giving reasonable notice to the Company. Where a cancellation or significant amendment is made less than 24 hours before the scheduled collection time, the Company may charge a cancellation fee or call-out charge.
8.2 If the Company arrives on site at the agreed time and is unable to carry out the Service due to factors within the Customer’s control, including lack of access, absence of an authorised person to confirm the work, or presentation of prohibited waste, a call-out or wasted journey charge may apply.
8.3 The Company may cancel or reschedule the Service where it is unable to attend due to operational issues, severe weather, safety concerns, or other circumstances beyond its reasonable control. In such cases, the Company will make reasonable efforts to inform the Customer and arrange an alternative collection time.
9. Performance and Service Standards
9.1 The Company will use reasonable care and skill in providing the Services and will endeavour to collect waste efficiently and responsibly.
9.2 While the Company aims to meet agreed time windows, all arrival times are estimates and are subject to traffic, operational conditions, and other variables. The Company will not be liable for minor delays, but will make reasonable efforts to communicate any significant changes to arrival times.
10. Liability and Limitations
10.1 The Company will take reasonable care when carrying out the Service; however, the Customer is responsible for protecting floors, walls, driveways, and other surfaces that may be susceptible to damage when moving or loading heavy items.
10.2 The Company shall not be liable for any damage to property or belongings arising from inadequate protection, pre-existing defects, or inherent weakness in structures, fixtures, or items being removed.
10.3 The Company will not be liable for any indirect or consequential loss, including loss of profit, business interruption, or loss of opportunity, arising from or in connection with the provision of the Services.
10.4 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be lawfully excluded or limited.
10.5 Subject to the above, the Company’s total liability to the Customer for any loss or damage shall be limited to the total price paid or payable by the Customer for the specific Service giving rise to the claim.
11. Customer Indemnity
The Customer agrees to indemnify and hold the Company harmless against any claims, losses, damages, costs, or expenses arising from:
any breach by the Customer of these Terms and Conditions, including the provision of incorrect information about the waste;
any prohibited, hazardous, or unlawful waste included in the collection without the Company’s prior written consent;
any third-party claim that the Customer did not have the right to dispose of the items collected.
12. Data and Privacy
The Company may collect and process personal data such as names, contact details, and service information in order to manage bookings, deliver Services, issue invoices, and handle enquiries or complaints. The Company will handle such data in accordance with applicable data protection laws and will take reasonable steps to keep personal information secure.
13. Complaints
If the Customer is dissatisfied with any aspect of the Service, they should contact the Company as soon as reasonably possible, providing details of the issue. The Company will investigate the complaint and, where appropriate, seek to resolve the matter through repair, re-service, partial refund, or other suitable remedy.
14. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure is due to events beyond its reasonable control, including but not limited to extreme weather, accidents, traffic disruption, industrial disputes, acts of government, or interruptions to utilities.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.
16.3 These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between the Customer and the Company in relation to the Services. No other terms or representations shall form part of the contract unless agreed in writing by the Company.
By requesting and accepting our waste removal and collection services, you confirm that you have read, understood, and agree to these Terms and Conditions.
